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ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN AGEN PERJALANAN (TRAVEL) CV. 3 PUTRA TRANSPORT

Setiawan, Ryan Ary (2011) ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN AGEN PERJALANAN (TRAVEL) CV. 3 PUTRA TRANSPORT. Other thesis, University of Muhammadiyah Malang.

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Abstract

Research was conducted by Ryan Ary Setiawan (2011), where this study took the title of "Top Customer Satisfaction Analysis Services Travel Agents (Travel) CV. 3 Son Transport ". Type of study in this research is survey research. This research uses analysis of customer satisfaction index (IKP) to determine customer satisfaction over the quality of services provided by CV. 3 Putra Transport and diagrams Cartesians to know the dimensions of the variable quality of service that became the center of gravity to be maintained and repaired in order to improve customer satisfaction. These variables consisted of physical evidence (Tangibles), reliability (Reliability), responsiveness (Responsiveness), insurance (Assurance), and empathy (Empathy). Based on the results of research conducted it can be concluded that the performance of CV. 3 Putra Transport far from customer expectations. The results can be determined from analysis of the satisfaction index, in which 17 respondents or 17% said very satisfied, with 11 respondents or 11% expressed satisfaction and 72 respondents or 72% expressed dissatisfaction. Results from the diagram Cartesians, that there are some variables that are in quadrant A, which is very important for consumers, but the travel agency services (travel) 3 Son Transport has not done it according to customer's expectations so that customers are not satisfied, because it has an average rating of performance below the objective limit that is equal to 3.915, while the average rating of importance over objective limit 4.178. These statements are included in quadrant A, such as the speed of employees in solving problems faced by customers while using the service, the ability of employees to solve problems facing customers, providing a sense of security in the use of services offered to customers, employees personal attention to customers. Keywords : Satisfaction, Service Quality

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Fitri Ramandhany
Date Deposited: 09 Nov 2015 04:47
Last Modified: 09 Nov 2015 04:47
URI : http://eprints.umm.ac.id/id/eprint/19098

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